When provided the right tools, empowered employees resolve customer issues more efficiently, extend the customer experience, and often find themselves more engaged in their work.
Can you recall a time when your service experience was interrupted, or worse, ended because the representative lacked the authority to resolve your issue? Scenarios like these frustrate customers and employees alike, often leading to lower levels of customer satisfaction and employee engagement.
At Disney, we recognize employee empowerment as the bedrock of the human element of service delivery. Delegation to the lowest possible level, coupled with thorough equipping provides employees the opportunity to exceed customer expectations.
Of course, pushing a service resolution to the lowest possible level has a clear cost/risk associated with it. The willingness to accept the risks associated with employee empowerment helps to explain an organization’s dedication to the customer service experience:
- Organizations that view service as a nice-to-have will believe this is an unacceptable risk.
- Organizations that view service as a need-to-have will realize that this risk is absolutely acceptable.
Employees will not be sufficiently empowered until organizations are willing to consider service to be an economic asset. Therefore, push resolution authority to the lowest level, even in situations where you are traditionally uncomfortable.
Remember: empowerment is not improvisation. Empowered employees should have the resources required to resolve “the ask” and clearly defined boundaries within which to do so.
Do you recall a time when an employee unexpectedly resolved and service issue? How did reality differ from your expectations? Share your thoughts with the community in the comments below!